http://www.engineeringnews.co.za
  SEARCH
Login
R/€ = 17.88Change: -0.09
R/$ = 15.88Change: -0.04
Au 1237.82 $/ozChange: 0.47
Pt 955.50 $/ozChange: -4.00
 
 
Note: Search is limited to the most recent 250 articles. Set date range to access earlier articles.
Where? With... When?








Start
 
End
 
 
And must exclude these words...
Close Main Search
Close Main Login
My Profile News Alerts Newsletters Logout Close Main Profile
 
Agriculture   Automotive   Chemicals   Competition Policy   Construction   Defence   Economy   Electricity   Energy   Environment   ICT   Metals   Mining   Science and Technology   Services   Trade   Transport & Logistics   Water  
What's On Press Office Tenders Suppliers Directory Research Jobs Announcements Letters About Us
 
 
 
RSS Feed
epicor
Article   Comments   Other News   Research   Magazine  
 
 
Nov 01, 2013

Does size or age matter when it comes to delivering a good customer experience in manufacturing?

Back
Epicor|Epicor Software|IDC|New Business Solutions|Road|System|Systems|Technology|Implement Solutions|Manufacturing|Particular Product|Product|Products|Service|Solutions|Systems|Infrastructure|Martin Hill
Epicor|Road|System|Systems|Technology|Manufacturing|Products|Service|Solutions|Systems|Infrastructure|
epicor|epicor-software|idc|new-business-solutions|road|system|systems-company|technology|implement-solutions|manufacturing|particular-product|product|products|service|solutions|systems|infrastructure|martin-hill

By Martin Hill, Vice President Marketing for Epicor Software in EMEA

It shouldn’t. However, recent research by IDC Manufacturing Insights  shows that 75% of the large manufacturers (5,000 employees or more) surveyed, indicated that their ERP is a vital platform for delivering a good customer experience, due to the levels of ERP integration and higher instances of single ERP systems being used. In contrast, for companies with 100–1,000 employees, over 90% of respondents indicated that their ERP has limited, little or no contribution towards the delivery of a good customer experience.

A customer centric culture should not be exclusive to the big boys. Every company, regardless of size, should be endeavouring to apply and optimise the right technology to help put customers at the very heart of their business.

At its simplest it should be about making quality products at a competitive price, having short production lead times and delivering on time, every time. But increasingly it’s more than just about features, price and delivery, it’s about collaboration and relationship with customers – how they order goods or interact with you to adjust orders or raise an issue. And then there is the internal aspect that can enhance this customer experience. Accessing and analysing data to provide insight and decision making capabilities relating to customer orders, for example, or understanding how many customer complaints have been logged around a particular product or service. To be successful, the data needs to be available anywhere and anytime but the real key is how you react to this information. Customer responsiveness is at its peak if you can respond to a situation and communicate with the customer quickly, regardless of whether you are at your desk or on the road.

These are just some of the aspects of a customer experience which can breed loyalty, repeat business and differentiation, without having to always win business based on price. Furthermore these processes and ways of working are all underpinned by the technology and functionality in the next generation of ERP systems that are available for mid-sized and smaller companies.

Available in various deployment forms and with various financing options, engaging with and serving customers better is not something that just larger companies can afford.

The fact is that the smaller companies continue to have a higher instance of home-grown, multiple ERP systems, or even no ERP at all, which is almost certainly why they say that their ERP has limited, little or no contribution towards the delivery of a good customer experience. Their often outdated and inefficient infrastructure results in data being stored in too many different IT systems that are loosely connected, making it difficult to influence customer satisfaction even at the most basic level.

Old technologies can stop a company dead in its tracks, preventing it from taking customer experience to the next level. It hinders a company and drains them of the inspiration needed for the management team to identify, justify and implement solutions that truly differentiate a company from its competitors.

If this is something you can relate to, perhaps it’s time for you to consider if this situation is stopping you serving and retaining customers in the best way possible, and what impact this has on your bottom line.

It’s not just size that matters, age is also relevant. Mature companies in mature markets are forced to move from tactics such as price and delivery to other ways of differentiating themselves. Growth for them depends on a more mature approach to customer experience to win market share, they simply don’t have a choice.

But if your market isn’t mature, if you’re growing by competing purely on price and delivery, why should you bother with customer experience beyond this? Because your market and competitors will mature around you, perhaps faster than you anticipate and those that will win in the long run will be the ones offering the superior customer experience. Adopting the right technologies and applications now means you can compete on today’s terms today, and tomorrow’s terms tomorrow.

Smart companies build a platform for today with an eye on tomorrow. They avoid having to rip-and-replace systems by working with visionary partners who have an eye focussed on the future. Their partners don’t force them to build capabilities with no immediate ROI that they don’t need today, they help them to build on their systems and add capabilities at the time they need them, like when the market matures, prices have stabilised and the customer demands a better experience. And of course they do it quickly with the intention of keeping their customers ahead of their competitors. That’s inspiring business!

With an emphasis on total cost of ownership, ERP systems for mid-sized manufacturing companies are available based on the latest technologies with the most recent application developments. With ease-of-use, responsiveness and flexibility at their very core, such systems are designed for modern manufacturers and how they need to work to stay competitive. This means that as companies grow, their customers and their ERP system can remain at the heart of the business.

 

New Business Solutions
 


To subscribe email subscriptions@creamermedia.co.za or click here
To advertise email advertising@creamermedia.co.za or click here
 
Comment Guidelines (150 word limit)
 
 
 
 
 
 
 
 
Other Announcements News
Atterbury will develop a R850 million industrial and business park on the prime site it has acquired in Gosforth Park, Germiston, in Ekurhuleni. A leading property investor and developer in South Africa and beyond, Atterbury has designed the ready-to-develop park to...
Umzamo Analytical Services CEO, Audrey Ndlovu, shares her experience with developing a company culture of inclusion and participation, describes why investing in their employees has helped the company to maintain a competitive advantage and explains why others should...
Effeminacy Women’s Entrepreneurship Breakfast is a monthly event hosted in Johannesburg. This breakfast aims to identify issues that retard women’s entrepreneurship journey. By hosting monthly panel discussions and inviting institutions that deal with the specific...
More
 
 
Latest News
The Competition Tribunal on Friday gave a conditional go-ahead for mobile operators Cell C, MTN and Vodacom to buy out their respective subscriber bases, as South Africa’s last independent service provider Altech Autopage calls it a day. The Allied Electronics...
The drought in Southern Africa could become one of the worst on record should the current below-normal rainfall continue, the United Nations (UN) World Food Programme said this week. The El Niño conditions presently being experienced in the region had resulted in a...
Kelibone Masiyane has been appointed the new MD of PPC Zimbabwe, succeeding Njombo Lekula, who had recently been redeployed as MD of PPC’s international operations. Masiyane would be supported by new PPC commercial director Iain Sheasby and new PPC GM of finance...
More
 
 
Recent Research Reports
Construction 2016: A review of South Africa's construction industry (PDF Report)
Creamer Media’s Construction 2016 Report examines South Africa’s construction industry over the past 12 months. The report provides insight into the business environment; key participants; local demand; geographic diversification; corporate activity; black economic...
Energy Roundup – February 2016 (PDF Report)
The February 2016 roundup covers activities across South Africa for December 2015 and January 2016 and includes details of a Government Gazette notice that confirms Cabinet’s decision to move ahead with the 9 600 MW nuclear procurement programme; State-owned power...
Energy Roundup - December 2015 (PDF Report)
The December 2015 roundup includes details of State-owned utility Eskom’s application to claw back R22.8-billion; South Africa’s ranking as an investment destination for renewable energy; and a nuclear expert’s thoughts on reactor designs for South Africa’s nuclear...
Water 2015: A review of South Africa's water sector (PDF Report)
Creamer Media’s Water 2015 Report considers the aforementioned issues, not only in the South African context but also in the African and global context in terms of supply and demand, water stress and insecurity, and access to water and sanitation, besides others.
Input Sector Review: Pumps 2015 (PDF Report)
Creamer Media’s 2015 Input Sector Review on Pumps provides an overview of South Africa’s pumps industry with particular focus on pump manufacture and supply, aftermarket services, marketing strategies, local and export demand, imports, sector support, investment...
Liquid Fuels 2015: A review of South Africa's liquid fuels sector (PDF Report)
Creamer Media’s Liquid Fuels 2015 Report examines these issues in the context of South Africa’s business environment; oil and gas exploration; fuel pricing; the development of the country’s biofuels industry; the logistics of transporting liquid fuels; and...
 
 
 
 
 
This Week's Magazine
WIDENING FLEXIBILITY The trailers have a 3-m-wide (2-file) and 4.3-m-wide (2-file) configuration
Lifting, transporting, installing and ballasting solutions provider Ale has expanded its global fleet of trailers and invested in the latest range of widening trailers that can be mechanically widened from 3 m to the desired width for any project. Ale ordered 48 axle...
The market for the BMW 7 Series in South Africa differs quite significantly from the rest of the world. China, the US and the Middle East almost exclusively buy the long-wheel-base version, using the German manufacturer’s luxury high-end sedan as a chaffeur-driven...
January new-vehicle sales fell by 6.9%, to 48 615 units, compared with the same month last year. Statistics released by the Department of Trade and Industry show that the domestic new passenger-car market declined by 6.1%, to 34 936 units, compared with 12 months ago.
Information technology (IT) equipment and infrastructure multinational Dell is providing open infrastructure systems for clients so that they can use any systems, including innovative new systems, that suit their business needs, says Dell Europe, Middle East and...
South Africa’s State-owned defence industrial group, Denel, has set up another international partnership, based in Hong Kong. This new subsidiary is Denel Asia and it is a joint venture (JV) with South African private sector company VR Laser.
 
 
 
 
 
 
 
 
 
Alert Close
Embed Code Close
content
Research Reports Close
Research Reports are a product of the
Research Channel Africa. Reports can be bought individually or you can gain full access to all reports as part of a Research Channel Africa subscription.
Find Out More Buy Report
 
 
Close
Engineering News
Completely Re-Engineered
Experience it now. Click here
*website to launch in a few weeks
Subscribe Now for $149 Close
Subscribe Now for $149